Full-Time Quality Assurance Administrator
Job Description
Position Purpose:
The Quality Assurance Administrator’s responsibilities cut across all five functional areas of Customer Operations to uphold a positive customer experience and ensure quality control standards are met. Perform daily report analysis to resolve account issues, conduct customer outreach and schedule required work orders needed to ensure billing and financial results are timely and accurate. This person must manage customer account resolution promptly, according to policies, procedures and quality expectations. Effectively communicates within the department and cross-functional areas to foster a positive working environment. Create daily, monthly and annual reports to meet department needs and assist and contribute to improving processes and procedures, to efficiently and accurately respond to customers and stakeholders.
Principal Accountabilities
Analyze daily reports to resolve account issues using customer information system knowledge to decipher corrective action needed to ensure billing and financial results are timely and accurate. Responsible for following process that certifies accurate recording of revenue by addressing potentially faulty meters promptly. Conduct targeted customer outreach with professionalism following quality expectations and process and procedure guidelines to coordinate corrective actions with customers. Initiate the proper work orders and resolve system issues when necessary, according to Company standards and regulatory rules. Update and maintain program databases to ensure accuracy and validity in reported results and actions taken. Create, maintain and modify guidelines for processes as needs, rules and guidelines change. Conduct meetings and collaborate with key stakeholders to review processes, report results and discuss possible improvements.
Responsible for entering, validating and confirming the daily system scheduler and budget review runs. These scheduled activities are critical functions for the CSO departments to perform daily tasks such as passing work orders through departments, customer budget reviews and coordinating systematically generated activities. Special attention is required to successfully set the accurate activities, to ensure that Unitil is adhering to all regulatory requirements. Provide consistent support to the tasks to ensure department goals are met and to make certain Customer Operations functions continue without interruption.
Identify tracking needs and create reports to analyze the processes. This shared data will enable the continuation of training and process adjustments, resulting in overall increased effectiveness and quality improvements for Customer Operations.
Responsible for assisting with departmental projects and other duties as needed.
Qualifications:
- Associates degree preferred in business related field or equivalent work related experience.
- Knowledge of customer information system and MS Excel is desired.
- Ability to analyze and synthesize complex content.
- Must possess strong communication, organizational and interpersonal skills.
- Ability to perform required responsibilities in an accurate and timely manner.
- Ability to successfully work in a changing environment.
- Must be available to work extended hours as assigned in response to System emergencies.
How to Apply
To apply for this position, visit https://unitil.com/careers on or before February 1st, 2022.34 total views, 0 today